home
Start free trial

Legal

Terms of Service

Last updated: October 6, 2026

1. Agreement

These Terms of Service ("Terms") are an agreement between you and Kockatoos SARL ("Kockatoos", "we", "us"), the operator of Kockatoos Nova ("Nova" or the "Service"): the AI assistant platform at nova.kockatoos.co, the business portal, the embeddable chat widget, the mobile SDK and the WhatsApp, Instagram and Wati integrations.

By creating an account, starting a trial, accepting an invitation to a workspace or using the Service, you agree to these Terms and to our Privacy Policy. If you use Nova on behalf of a business, you confirm that you are authorised to bind that business, and "you" means that business.

Customers on a plan quoted by the Nova team (such as Nova Partners) may have a separate written agreement. Where it conflicts with these Terms, the written agreement applies.

2. Definitions

  • Workspace: one business's Nova setup: its agent, settings, channel connections, conversations, contacts and billing.
  • Owner: the account that owns a workspace and is responsible for its subscription and payments.
  • Member: a person the owner invites to help manage a workspace.
  • End users: the people your agent talks to on your website, app, WhatsApp or Instagram.
  • AI usage: the cost of the AI model requests your agent makes, measured per request and shown in your portal.

3. Accounts and workspaces

  • Nova is for business use. You must be at least 18 and give accurate account and billing details, and keep them up to date.
  • You must confirm your email address before your agent starts replying.
  • Each account can own one workspace and can be a member of others. Your plan sets how many people a workspace can have.
  • The owner is responsible for everything done in the workspace, including by members, and for removing people who should no longer have access.
  • Keep your password private and tell us straight away at nova@kockatoos.co if you think your account has been accessed without permission.
  • If ownership of a workspace is transferred, the saved card of the previous owner is removed, and the new owner becomes responsible for future payments.

4. Free trial

  • New self-serve workspaces start with a free trial of Nova Plus. The trial length and the AI usage it includes are shown when you sign up (currently 7 days and US$2 of AI usage). The trial ends when either runs out.
  • No card is needed for the trial and nothing is charged for usage during it.
  • When the included AI usage is used up, your agent stops replying until you subscribe.
  • When the trial period ends, your agent keeps working for 3 more days. If you have not subscribed by then, the workspace is paused (see section 9).
  • One trial per person. We may refuse or end trials that we reasonably believe are being created to avoid paying, for example through repeated accounts or disposable email addresses.

5. Plans and fees

  • Nova Plus has a fixed platform fee, paid monthly or yearly in advance, plus AI usage. Current prices are shown on our pricing page and in your portal.
  • AI usage is charged in arrears: once a month, and also during the month whenever your unbilled usage reaches the amount set for your plan. Usage is measured by our records of the requests your agent made, which you can review per conversation in your portal.
  • Nova Partners and other quoted plans are priced and invoiced as agreed with the Nova team.
  • Prices are in US dollars and exclude taxes. Where we are required to charge value added tax or a similar tax, it is added to your invoice. Customers billed in Lebanon are charged Lebanese VAT at the applicable rate (currently 11%).
  • We may change prices with at least 30 days' notice by email. A new platform fee applies from your next renewal after the notice period.
  • Services from third parties that Nova connects to, such as Meta's WhatsApp messaging charges or the Wati plan and add-on needed for the Wati integration, are billed by those providers, not by us.

6. Payment

  • When you subscribe, you authorise us and our payment provider to charge the card saved in your workspace for platform fees, AI usage and applicable taxes, on the schedule above and without asking you again each time.
  • Invoices are available in your portal under Billing and are sent to the owner and to the billing email you provide.
  • If a payment fails, we retry it and email the owner. Your agent keeps working for 3 days. If the amount is still unpaid after that, the workspace is paused until it is paid.
  • Amounts you owe remain due even if the workspace is paused or cancelled.
  • New accounts may have a monthly ceiling on AI usage until their first payments have gone through. When it is reached, your agent stops replying for the rest of the period. Contact us if you need it raised.

7. Usage limits you set

The owner can set a monthly AI usage limit and choose what happens when it is reached: the agent stops replying, or new messages are handed to your team in the portal. You can also choose when you are notified. Limits are checked frequently but not instantly, so a burst of traffic can go slightly past a limit. You pay for the AI usage actually incurred, including any amount over the limit.

8. Changes, cancellation and refunds

  • You can switch between monthly and yearly payment at any time. The change takes effect at your next renewal.
  • You can cancel at any time from the portal. Your subscription stays active until the end of the period you have paid for, and then ends. AI usage up to that point is charged on a final invoice.
  • Fees already paid, including yearly fees, are not refunded, in full or in part, except where the law requires it or where we end the Service for reasons other than your breach of these Terms.

9. Pausing, suspension and deletion

  • While a workspace is paused or cancelled, its agent does not reply on any channel and its chat widget is hidden on your website.
  • We keep a paused or cancelled workspace's data for 90 days. We email the owner 30 days and 7 days before the end of that period. After 90 days the workspace, its conversations, contacts, channel connections and settings are permanently deleted. Invoices are kept as our accounting records require.
  • Subscribing again, or paying what is owed, before the deletion date switches the workspace back on with its data intact.
  • We may suspend or close a workspace immediately if it breaches section 10, puts the Service or other customers at risk, or if a platform provider such as Meta requires it. Where we reasonably can, we will tell you first and give you a chance to fix the problem.

10. Acceptable use

You must not use Nova to:

  • break any law, or send spam, unsolicited bulk messages or messages to people who have not chosen to contact you;
  • deceive end users, impersonate another person or business, or present the agent's answers as professional medical, legal or financial advice;
  • collect payment card numbers, passwords or other sensitive data through the agent, unless you are permitted to and have the safeguards the law requires;
  • breach the terms and policies of the platforms Nova connects to, including the WhatsApp Business, Meta Platform and Instagram terms and Wati's terms;
  • try to access another workspace, get around plan limits, usage limits or rate limits, or probe, overload or reverse engineer the Service;
  • resell or provide the Service to others, unless your written agreement with us allows it.

Where the law requires it, you must tell end users that they are talking to an AI assistant and give them a way to reach a person.

11. Third-party services

Nova relies on services we do not control: Meta (WhatsApp and Instagram), Wati, the AI model providers that generate replies, hosting providers, and any MCP servers or other systems you connect. Your use of those services is also governed by their own terms. We are not responsible for their availability, their decisions (for example a Meta review, restriction or display name rejection) or changes they make that affect Nova, but we will work in good faith to keep the integrations running.

12. AI-generated replies

Replies are generated by AI models from your instructions, the systems you connect and the conversation. They can be incomplete, out of date or wrong. You are responsible for your agent's instructions, for the information your connected systems provide, for reviewing your conversations and for any commitments your agent makes to end users on your behalf. Use the human handoff for anything that needs a person's judgement.

13. Your data

  • You keep all rights to your content and to the conversations and contact details of your end users. You give us the rights we need to host, process and transmit them to provide the Service.
  • We process this data as described in our Privacy Policy. We do not sell it, use it for advertising or use it to train AI models.
  • You are responsible for having a lawful basis to collect and use your end users' data, and for any notices and consents the law requires.
  • You can export your contacts and conversation transcripts from the portal at any time before your workspace is deleted.

14. Our property

The Service, including the software, widget, portal, designs and the Nova and Kockatoos names, belongs to Kockatoos and its licensors. These Terms give you a limited, non-exclusive, non-transferable right to use the Service while your account is in good standing. If you send us suggestions, we may use them without any obligation to you.

15. Availability and support

We work to keep Nova available and secure, but we do not promise that it will be uninterrupted or error-free, and we may carry out maintenance. Unless your written agreement says otherwise, there is no service level guarantee. Support is available at nova@kockatoos.co.

16. Disclaimer

Apart from what these Terms expressly say, the Service is provided "as is" and "as available", and we exclude all other warranties, including fitness for a particular purpose, to the extent the law allows.

17. Limitation of liability

To the extent the law allows, neither party is liable to the other for indirect or consequential losses, or for lost profits, revenue, data or goodwill. Our total liability arising from or related to the Service in any 12-month period is limited to the amount you paid us for the Service in that period. Nothing in these Terms limits liability that cannot be limited by law, including for fraud or wilful misconduct.

18. Indemnity

You will defend and compensate Kockatoos against third-party claims arising from your content, your agent's instructions, the systems you connect, your messages to end users or your breach of these Terms or of applicable law.

19. Changes to these Terms

We may update these Terms as the Service evolves. We will email workspace owners about material changes at least 30 days before they take effect, except where a change is required by law or by a platform provider sooner. If you keep using Nova after a change takes effect, you accept the updated Terms. If you do not agree, you can cancel as described in section 8.

20. Governing law

These Terms are governed by the laws of Lebanon. The courts of Beirut have exclusive jurisdiction over any dispute arising from them, unless the law of your country gives you a right to bring proceedings elsewhere that cannot be waived.

21. Contact

Questions about these Terms: nova@kockatoos.co
Privacy requests: privacy@kockatoos.co
Kockatoos SARL, kockatoos.co